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Polycom VVX 500 crash and reboot


Polycom VVX 500 crash and reboot

I'm using BTOE on my VVX 500.  Primary device is set to Handset on Lync.  Whenever I dial out from Lync client, the phone crashes and reboots and Lync shows "This call can only be controlled from your desk phone."  Is this a known issue?


OS: Windows 7 SP1 with firewall disabled

Lync version: 4.0.7577.0

BTOE version: 2.1.0

VVX 500:



Message 1 of 3
Polycom Employee & Community Manager

Re: Polycom VVX 500 crash and reboot

Hello bigfish,

welcome back to the Polycom Community.

The only issue that I know off is when the Phone does not have a valid NTP server set and the phone crashes due being unable to verify it's time.


Other than that you need to gather the BToE logs and phone logs and work with your Polycom reseller.


Please be aware of the following when utilizing UCS 4.1.0 or later:

The use of Polycom UC Software versions 4.1.X (“Software”) requires the purchase of a separate Software license for every device that will use the Software in a Lync environment. You may not install, access, or use the Software in a Lync environment on more devices than are listed on your license until additional licenses have been purchased and authorized by Polycom. These licenses should be purchased from the same company from which you purchased the devices. You may operate devices against a Lync server for trial purposes for up to 30 days without purchasing a license. Use of the Software is subject to the terms and conditions of the End User License Agreement.

Polycom reserves the right to audit your deployment to verify that you have sufficient licenses to match the number of devices being used.

Information in regards of License Part Numbers can be found => here <=

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 3

Re: Polycom VVX 500 crash and reboot

Hi Steffen,


Thanks for your response.  I got it working now.  In my environment, Windows Domain and Lync logon are using different format.  When BTOE is enabled and the phone is paired, it's trying to use my Windows logon.  The issue was fixed by sign off on the phone, and sign back in using the correct format.



Message 3 of 3